Returns and Refunds

Can I change an item?

If your order has not yet been shipped please contact our Customer Service to request its total cancellation; you will immediately be able to make a purchase of the desired products since the amount of your order is only ever charged at the time of shipping the goods. If your order has already been shipped we invite you to wait until it arrives and then contact our Customer Service to request its return.

How can I return an item?

Before sending the item back to us you must contact our Customer Service to issue authorisation for the return.

I've received a different item to the one ordered, what should I do?

Should the product received not be the same as the one you ordered, will take full responsibility for the return. You should contact our Customer Service which will issue authorisation for the Return Service and make arrangements with the carrier to pick up the package at no extra cost to you. A new delivery bill will be issued and sent to you by email which you must print and attach to the package. As soon as the goods have been returned to the warehouse their condition will be checked and the refund will be made within approximately 30 days. No refunds are possible for products received in conditions not complying with the return terms. The refund will be automatically paid into the credit card used to make the purchase and you will receive confirmation by email at the address indicated on the order.

I don't like the product delivered to me, what should I do?

If you don't like the product purchased just contact our Customer Service to request authorisation for a return and then send the package back to the warehouse they were sent from at your own expense*. Once the goods have been returned to the warehouse their condition will be checked and the refund will be made within approximately 30 days. No refunds are possible for products received in conditions not complying with the return terms. The refund will be automatically paid into the credit card used to make the purchase and you will receive confirmation by email at the address indicated on the order. *except for customers in Germany or Austria for whom the return expenses are always charged to

I've received a defective product, what should I do?

If the product purchased has any defects, then will be fully responsible for the return. You must contact our Customer Service and they will issue authorisation for the Return Service and organise a carrier to pick up the products at the address you indicate at no extra cost. A new delivery bill will be issued and sent to you by email which you must print and attach to the package to be returned. Once the goods have been returned to the warehouse their condition will be checked and the refund will be made within approximately 30 days. No refunds are possible for products received in conditions not complying with the return terms. The refund will be automatically paid into the credit card used to make the purchase and you will receive confirmation by email at the address indicated on the order.

How can I check the delivery status of the return?

If you have the number of the delivery bill you can track the shipment of the return on the carrier's website (www.tnt.com), otherwise by contacting our Customer Service it will be possible to check the status of the shipment.

What can I do if i've misplaced the number of the delivery bill for the return?

Just contact our Customer Service and they'll check the Return Service file and provide you with the number of the delivery bill.

When will you send me the refund?

As soon as products are returned to our warehouse for any reason whatsoever, a check is made of their condition after which the refund will be made within 30 days.

What can I do if the amount refunded to me is not correct?

Contact our Customer Service, and they will check the amount refunded and take care of paying you the difference.

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